Langstone Way Surgery
28 Langstone Way, Mill Hill, London, Greater London, NW7 1GRContact details and opening times
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Reviews
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Karine Rizzoti - Posted on 03 January 2024
Today I finally was able to contact the surgery to get an appointment for my lasting running injury for which I have already paid hundreds of pounds in private physiotherapy (since it is impossible to get an appointment at this surgery). I submitted my request at 8.00am on the dot. I was so happy I was able to do this and started to think the system was actually working. Unfortunately, I then received a message saying that I did not get appointment today. So I have to submit a new request tomorrow. Tomorrow, at 8.00am I will be in the tube, going to work and same everyday from then on. So what do I do now? Why can't my enquiry been entered once and for all until I get an appointment? When I tried to text back the surgery to ask these questions, my message is not sent. This is truly unacceptable.
Visited January 2023
Review titled Langstone Way Surgery
Replied on 23 February 2024
I am sorry you have found it difficult to get an appointment. Unfortunately, the volume of patient requests usually exceeds the capacity of appointments available, but we do find most patients succeed in getting an appointment within a few days. You do not need to resubmit the same information; just refer us to your original request. You do not have to book on-line. You can also ring the surgery. There may be a wait for the phone to be answered at busy times, but there is a call back option you can choose that enables you to put the phone down, but retain your place in the call queue and receive a call back once your call is nearing the front of the queue. We do not offer Physiotherapy at the surgery. We do have a Physiotherapist who can diagnose and offer advice or request pain-killers for you from the GP, but otherwise would need to refer you to the hospital for Physiotherapy, for which there is a waiting list, so getting Physiotherapy on the NHS can take some time. We do open until 8.00 PM on Tuesdays and you can book an appointment for some of the clinicians on duty at this time in advance. Only the Physician Associate appointments need to be booked on the same day. We also have appointments available in the evenings and at weekends at our hub and Barnet Federation locations, which you can also book in advance. The clinicians will have access to your notes for these appointments and will be able to leave a record of your visit in your notes so that we can see that also. Even if all routine appointments have been booked for the day, if the problem is urgent and you feel it cannot wait until the next day, you can ask to be referred to the duty doctor. The duty doctor will either deal with the issue the same day or advise that it can be dealt with at a routine appointment via the usual channels. You could also call 111 for advice or a visit from a doctor or go to one of the walk-in clinics at Finchley Memorial or Edgware Community Hospital. Please check their opening hours first though. We understand your frustration that it can be difficult to get an appointment, but triage requests to ensure that those with the most urgent issues or who may have tried for a few days in a row are prioritised. I hope that the options set out above are useful.
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Review titled Cannot get an appointment or get through
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
Langstone Way Surgery requires some active management to improve its service: 1. It is very difficult to get an appointment using the online system. If you do not fill in the form by around 8.05 each morning, then you can forget it. Clearly they lack capacity for the number of patients they have. 2. If you call, the telephone message is 3 minutes long. It refers to the eConsult system they retired a year ago. It asks people not to turn up if they have a temperature. It says you can get us to call you back and you do not lose your place in the queue, but this functionality does not exist. 3. Forget about speaking to a receptionist unless you are happy to wait nearly an hour. Even if you are the second person in the queue, expect to be on hold for at least 20-30 minutes. 4. Once you come for an appointment and check yourself in, do not be surprised if you are inexplicably not registered. Therefore do not be surprised if you end up not being able to see a GP on the day of your appointment. 5. If the service by Langstone Way Surgery was provided anywhere in the private sector, it would have gone bankrupt long ago.
Visited January 2023
Review titled Langstone Way Surgery
Replied on 04 January 2023
Thank you for your comments. I am sorry you are finding it difficult to book an appointment with the surgery. The on-line system is indeed very popular, so appointments do get booked up very quickly. However, the triage system it employs does in practice mean that we are able to help a larger number of patients each day than prior to the pandemic, when patients had to come in in person for their appointment, whatever the problem. The on-line triage system allows clinicians to assess and action a patient's problem more quickly, sometimes without needing to see the patient in person at all, and to prioritise those with the most urgent need. The telephone message is just over one minute long and refers to the AccuRx system we use, not to eConsult. It is still relevant that patients with Covid or flu do not come to the surgery in person for obvious reasons and can be helped without needing to go out, when they may have a fever, which would do them no good at all. If there is an issue with the call back system, I will investigate this with the phone system provider and get this rectified. Calls do take a while to deal with as we have no idea prior to speaking to someone what they are calling about or how long it will take to help them. If you have an issue that requires a phone call, I recommend calling after 10.00 when the phone system is less busy. If you can ring in the afternoon, you are likely to wait for less time for the call to be answered. If you have an appointment, it will be registered both on the self check-in and at the desk, so you can check in at either location. If there is a problem with the booking, we will be happy to investigate this also. All calls are recorded and emails saved, so this should not be difficult to resolve. You have submitted your comments anonymously, but if you would approach us in person or provide your details, we will always be happy to look into any problem you might have experienced and to resolve this, but this is hard to do, when the comments are made anonymously, as we have contact with hundreds of patients each day. Please feel free to contact us.
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Review titled Bad service
Rated 2 stars out of 5
by Anonymous - Posted on 22 December 2022
The service they provide is quite bad. It is almost impossible to get an appointment for an adult; appointments are not available and the on-line service are 'temporarily paused' very early in the morning because they do not have capacity to deal with the real amount of request they get. This area needs more GP services; this one can't cope with the population they are supposed to attend. The even make it worst internally; the GP that always prescribed my repeated blood test has retired, and they asked me to make an appointment with another GP in the practice (which is technically almost impossible) to start all the procedure again, when I have been prescribed the blood test in the past by another GP, and they have all my records. The NHS doesn't seem to realize how urgent another practice in the area is..
Visited December 2022
Review titled Langstone Way Surgery
Replied on 22 December 2022
Thank you for your comment. Your notes are available to all clinicians and so any repeated blood tests you may need will be listed in your record. There will be no need to start the process over again. There is high demand for appointments and so all appointments are filled quite early on in the day. We do however hold some back for release by phone request at 1.00 PM as well each day however, so if you cannot book an appointment using the on-line system at 8.00 AM, you have another opportunity to try again then.
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Review titled Don’t Blame The Staff
Rated 5 stars out of 5
by Anonymous - Posted on 17 November 2022
I have read so many bad reviews of our brilliant world-class (free) NHS staff at Langstone Way. I have had only good experiences at Langstone Way, the receptionists are perfectly knowledgeable and helpful if you listen to them and follow their instructions. They are massively overstretched by COVID and staff shortages, work with them not against them please. The doctors are perfectly competent, cheerful and helpful, the nurses too. They have always helped my requests fully and provided extra help and advice too.
Visited November 2022
Review titled Langstone Way Surgery
Replied on 17 November 2022
Thank you for your kind comments. They are much appreciated. No one sets out to provide a bad service, so it is good to know hear that someone finds the service is working well for them. We try to provide as good a service as we are able for all our patients.
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 11 November 2022
It used to be a good practice several years ago. But now you can't really see a doctor there. I tried to book an appointment several times through the Accurex system at 8 am in the morning and every time I received the answer that the appointments are no longer available due to unusually large volume of requests. It is obvious that there is nothing unusual. There are a lot of new developments nearby and many people joined the practice. The practice is only working 3 hours on Thursdays and they are closed at about 18:30 during weekdays. They usually advise you to call out of hours clinic but what is the point then to be registered with that practice if you can only see the doctor in the other clinic which is not close to you. I think that NHS has to do some investigation so that the practice stays open for full day on Thursdays and additional hours during the weekdays.
Visited November 2022
Review titled Langstone Way Surgery
Replied on 11 November 2022
I am sorry that you have found it difficult to book an appointment. We are open from 8.00 AM until 6.30 PM from Monday to Friday and until 8.00 PM on Tuesday evenings and offer appointments at multiple sessions each day with a variety of clinicians. We offer hundreds of appointments per week with doctors, advanced nurse practitioners, a practice nurse, health care assistant and also with physiotherapists, care-coordinators, social prescribers, health and well-being coaches and also have the benefit of the help of pharmacists, via our Primary Care Network (PCN). There are also appointments available late evenings on weekdays and Saturdays via the hub surgeries for our PCN. Outside of these hours, patients do need to call 111. We triage requests as they come in to ensure that those with the most urgent problems are prioritised and offer appointments by phone, video, internet and in person wherever needed. Due to huge demand, appointments do get fully booked within a very short time each day. As in much of the NHS at present, we are short-staffed but minimise the impact of this on the service provision by employing locums. The clinicians regularly work well beyond their session times in order to contact patients with appointments the same day and to complete their admin work looking at tests and letters as well. We cannot ask them to do any more than they are doing without risking causing burn-out. We already retain some appointments daily for those who do not have internet access and need to ring the surgery instead, but in response to patients complaints that it is difficult to get an appointment, we have now decided to make a number of appointments available to be booked after 1.00 PM each working day also, to allow those who cannot try to book an appointment at 8.00 AM or have been unsuccessful another chance later on to book an appointment as well. In short, we are doing all we can. If you have any suggestions for how we can further improve the service, there is a suggestions book at reception or you can join the Patient Participation Group. I am sorry for the difficulties you have had booking an appointment and hope that the new system may help.
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Review titled Impossible to get any appointment
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
It is impossible to get any appointment with a doctor in this practice. They use an online form submission to get an appointment which after 10 minutes closes because all appointments are taken. Had to set my alarm to the specific times their system opens to submit and even after I submitted a form, I got a message that all appointments are taken and have to resubmit another one the next day. Honestly do not recommend this practice, if I need any medical advice I unfortunately have to go privately since I cannot access a GP.
Visited October 2022
Review titled Langstone Way Surgery
Replied on 13 October 2022
We do sympathise with the problem you describe above, but appointments are in high demand at present, so they do get booked up very quickly each day. We hope that this will improve over the coming months, as we are currently recruiting for additional staff. Until then, our clinicians are working as hard as they can and helping as many patients as possible. Unfortunately, this is problem for the NHS in general at the moment and not just for this surgery.
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Review titled not good practice
Rated 1 star out of 5
by Anonymous - Posted on 09 September 2022
this practice is really bad they tell me have to bring urine sample before 12pm and when i do that they say oh it's gone by 11am because we short of staff you need to do it again i tell them i need an appointment they say fill e-consult when i do i receive a text saying a Dr will contact me within two days but when i contact them they say no we sent you a message saying all the appointment are gone so you need to fill e-consult every day till i receive an appointment what is this new rules you are making when i tell her this what i receive she keeps on pushing me to ring 111 so i want see the GP i know NHS is under pressure but don't treat people like this by telling me i have to fill a form every day early in the morning ..why ? what type of software you have ??? i bring urine test before 12pm you tell me is gone
Visited September 2022
Review titled Langstone Way Surgery
Replied on 20 September 2022
I am sorry you are unhappy with the service. We have indeed been short-staffed and this did affect when samples could be tested, but this problem has now been resolved, so you should not experience any further issues with this going forward. Our appointments are all bookable on the day currently and do need to be booked on-line if you have internet access. Unfortunately there is huge demand for appointments at present and so appointments do get booked up very quickly each day. This does mean that if you are not successful in getting one of that day's available appointments, that you do need to resubmit your request the next day. Please do this as close to 8.00 AM as you can. We process all requests each day and so if your request is unsuccessful, we will let you know. We do not have unlimited numbers of appointments to be booked as otherwise clinicians will be overwhelmed. If you are unsuccessful in booking an appointment, the other alternatives, if you do not want to try again the next day, are to ring the 111 service or to go to a walk-in centre. If your problem is an emergency, then you should attend A&E.
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Review titled Bad practice
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
They don’t give me appointments every time struggling online they even cancel plenty of times my appointments even they didn’t give me which doctor I want to see
Visited September 2022
Review titled Langstone Way Surgery
Replied on 13 October 2022
I am sorry if you find it difficult to book an appointment on-line. Appointments are only cancelled if the clinician you are booked with is unexpectedly away and we are not able to move your appointment to someone else's list, in which case we will contact you to let you know. You can request to speak to a particular clinician, but not all clinicians work every day, so this may mean you will have to wait for an appointment with the clinician of your choice until the day they are next at the surgery. As all clinicians can access all patient notes, it is not a problem for another clinician to follow up on your problem, even if you originally saw someone different.